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Exceed expectations with AI-powered telecom customer service

Rethink complex processes and outdated service channels

Offer self-service that actually works. Turn contact centers into revenue generators. Connect journeys across channels.

Key benefits
    • Offer self-service that simply works
    • Make every agent your best agent
    • Drive revenue across all your service interactions

Featured customers

Telenet elevates customer intimacy and unlocks business value

Discover how Telenet implemented Pega Customer Service™ to improve operational efficiency.

Virgin Media Ireland achieves total customer service transformation

Learn how Virgin Media is transforming customer experiences using a single brain that enables an omni-channel, self-learning approach to service.

TalkTalk revolutionizes consumer experiences

See how TalkTalk reduced complexity to deliver continuous and consistent customer service in every channel – all while reducing costs.

Digital first self-service

Help your customers help themselves

Resolve any simple to complex inquiry with AI-powered self-service applied across all your channels. Reduce customer effort and contact center volume with digital-first solutions that seamlessly escalate to customer service representatives only when needed.

How we do it

  • Embed Pega self-service workflow experiences in any web portal or mobile app
  • Use natural language processing, knowledge management, and virtual agents to deliver seamless experiences, driven by customer history and case information
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Integrated service

Unlock customer value with empathetic and personalized service

Make every agent your best agent with an AI-powered copilot that uses contextual insights to dynamically guide the conversation and recommend next best actions. With real-time insights, agents are empowered to seamlessly shift between caring, retaining, and selling in the moment as customer needs evolve.

How we do it

  • Surface customer context, issues, or churn risk in real time with omni-channel AI
  • Guides agents to take the next best action or proactive service before the customer even has to ask
  • Increase customer loyalty with more personalized service experiences

Faster resolutions

Resolve more inquiries, faster

Streamline agent tasks and automate cross-system interactions to scale contact center capacity – with the resources you already have. Minimize your team’s cost-to-serve while managing increased contact volume with intelligent automation to reduce cost-to-serve and improve experiences.

How we do it

  • Connect digital and assisted channels so customers can start and finish journeys anywhere for a true, fulfilling omni-channel experience
  • Sense customer needs and proactively surface relevant information to reduce inbound calls
  • Build service journeys once and activate on any channel
Learn more
Automate customer service
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Analyst Report

Forrester Wave: Core CRM Solutions

See why Forrester gives Pega the top score among core CRM solutions.

Get the analyst report
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Ready to get started?

We can’t wait to show you what’s possible with Pega.
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